This company did a home theatre install in our condo at the end of the summer. Unfortunately, the initially great customer service lapsed after there were loose ends left in the installation. Ultimately, they did not follow through on services they guaranteed on their invoice and left the project looking incomplete without providing us with any options. Specifically, the services guaranteed that were not performed was complete programming of our harmony remote and wire concealment including installation of an electrical outlet. Even though we spent over $7000 dollars, we were told this project to them was only worth what they made on the install, which was just over $800.
The coles notes version is that we hired them via our design company. We needed a specialized ambient light rejecting screen given the space we have for our home theatre. Because this was going to be a large spend of over half of our design budget, we had a lot of questions about which product to buy. Ed was very knowledgable about this. He designed a screen and got it made through elunevision and delivered it to our home for installation. However, the screen we purchased was $1000 dollars more than the most expensive screen on the elunevision website. While Ed provided us with re-assurance and hand written emails about why the screen cost so much, he was unable to provide us with any official documentation from elunevision that the screen was in fact custom.
In terms of installation, the screen and projector were securely installed and he was skilled in knowing how to do this. He was several hours late on both installation days. Unfortunately, we noticed after the first installation day that there was a large horizontal scratch on the screen. We saw this upon first opening of the screen after the installers left. Ed initially promised to help resolve this with the screen company, but subsequently ended up blaming us for the damage and saying it was owner abuse. The screen is usable, but this was disappointing.
As you can see from the pics, the wires were all left exposed. What was initially pitched to us was to conceal projector wires through the drywall. We felt this was unnecessary. Ed said it would be a piece of cake to conceal the wires with some kind of wirebox or tape and said he'd come up with a solution for us, but ultimately he never did.
Ed was also unable to get ahold of an electrician to complete the outlet install. He said perhaps the invoice he provided us may 'stand up in court' if we wanted to hold him accountable to complete this service, but there was nothing he could do about it. I would keep this in mind if you decide to go with this company and are provided with an invoice that says the services are guaranteed.
Because of an issue with the the infrared remote not functioning, Ed was unable to complete programming the harmony remote onsite. While he did offer to provide email or telephone support, we ultimately did this ourselves too (not a huge deal or his fault).
So while it started out extremely well, we were really left to figure out many things on our own. We don't think we received accountable customer service from EQ in the end. Issues are bound to come up during an install, and we were led to believe that all would be seamlessly taken care of, but it didn't happen. When you are spending a large amount of money ($7000!), I think it's better to go with a place that won't place an undefined time limit on the amount of good service they provide you.
This company's home base is in Newmarket and was perhaps too far from downtown Toronto. The commute for the installers proved to be challenging and might be the root cause of why so many things were left unfinished. Ed actually was a really nice guy. I think if we were 5 minutes away from him, he would go the extra mile. However, if you live in downtown like we do, it might be better to go with a company that is more local to your area or set up terms upfront.